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WinSpirit Casino - 600 usd not paid for 2 weeks

REJECTED

Complaint Info

Disputed casino

WinSpirit Casino

Amount

$ 600

Posted on January 24, 2025

I waited for 2 weeks to receive a $600 payout, but their bank transfer system wasn’t working. The support team kept brushing me off, claiming there was a bug and they didn’t know what to do. I ended up closing my account, and now they’re telling me to create a new one because that’s the only way to fix the issue. They practically stole $600 from me. I even recorded a video of the bug and sent it to them. Be cautious with them, because when it comes to withdrawals, they’ll do everything to avoid paying you.

AskGamblers
Posted on January 27, 2025

Dear WinSpirit Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Posted on January 27, 2025

Dear HOPKAJANOS,

Thank you for reaching out and sharing your experience. We understand that the withdrawal issue was frustrating for you, and we sincerely apologize for any inconvenience.

We have carefully reviewed your case. Unfortunately, because your account was registered in Hungary but used Canadian dollars, there were issues with available withdrawal methods. We tried to find alternative solutions, but due to technical limitations, the only possible option was to create a new account with the correct settings.

We see that your account is now closed under the Self-Exclusion program with a zero balance. If you still have any questions or need further assistance, please contact our support team. We are ready to review your request and provide all possible help.

Best regards,
WinSpirit Casino Team

Posted on January 27, 2025

The problem is that my official currency is HUF, so I don’t understand why it’s obvious that I should choose USD. Secondly, after speaking to support for the 15th time, they told me I can’t withdraw the money because your system is buggy. I asked for the withdrawal in crypto, and the answer was no. I then told them I’ll lose my money and report this—this was after two weeks.

If they tell you that you can’t withdraw your money, which is beyond shameful for a casino... it’s just ridiculous. What would you do in this situation? Obviously, I put it on roulette, and I lost it. But the point is that the moment I lost it, you suddenly told me that you might have paid it out, and to just open a new account and everything will be fine. How is this fair?

You made me wait two weeks for a withdrawal because you didn’t have $600 in crypto? You tell people it takes two weeks to process withdrawals, and then maybe they’ll get their money, but they have to contact support at least 20 times—who won’t care about them until they’ve lost all their money. Ridiculous. I’m asking for my $600 back because this was anything but fair to me.
If you have any backbone, you will refund my money because this was 100% your fault. It’s not my fault that you run a site where withdrawals don’t work for weeks.
Or should your members suffer for your mistakes and just accept that you screwed me over?
You wanted to process the payout exactly when I banned myself? Who would believe that?

AskGamblers
Posted on January 27, 2025

Dear @hopkajanos,

Following a careful review and consideration of your case, the AskGamblers Complaint Team reached the conclusion that, unfortunately, your complaint is not compliant with the AGCCS Guidelines, section Balance played off while waiting to be paid and, therefore, is being rejected. Please keep in mind that following all AGCCS Guidelines is mandatory.

Please keep in mind that while we can understand your frustration and disappointment of probably not being paid within the time frame specified by the operator, it is up to you to refrain from playing until the processing of your payment is finalized accordingly. Instead, you kept playing and lost your balance subsequently which means that unfortunately, you will also lose the validity of your claim against the operator which led to the rejection of the complaint.

And while we understand this might not be the outcome expected by the complainant, we would like to remind you that in case of disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.